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ISO/IEC 20000 Foundation Course Overview

ISO/IEC 20000 Foundation Course Overview

The ISO/IEC 20000 Foundation course is an essential training program for professionals seeking to understand the best practices in IT service management. This course provides a comprehensive introduction to the concepts, requirements, and the Service Management System (SMS) as specified in clauses 4-6 of the ISO/IEC 20000-1 standard. Through ISO 20000 Foundation training, learners will delve into the Core principles of service management, the context of the organization, leadership, planning, support, operation, Performance evaluation, and continual improvement—all crucial for delivering effective IT services.

As participants progress through the modules, they will gain knowledge and skills that are not only theoretical but also practically applicable, preparing them for the ISO 20000 Foundation certification exam. This qualification is beneficial for ensuring that individuals are equipped to support and enhance the quality of IT service management within their organizations, thereby aligning IT services with business needs and achieving compliance with global best practices.

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Exam-Format Table
Exam ComponentDetails
Exam NameISO/IEC 20000 Foundation
Exam TypeMultiple Choice Questions (MCQs)
Total Questions40
Passing Score70%
Exam Duration60 minutes
LanguageEnglish,
Exam ProviderPECB
Exam RegistrationThrough official website of PECB
Certification Validitylifetime subjects to updates
Recommended TrainingISO/IEC 20000 Foundation

Target Audience for ISO/IEC 20000 Foundation

The ISO/IEC 20000 Foundation course equips professionals with essential service management skills for IT service delivery and support.


  • IT Service Managers
  • Quality Assurance Managers
  • IT Professionals aiming for Service Management
  • Compliance and Audit Managers
  • IT Project Managers
  • IT Consultants
  • IT Developers and Process Owners
  • IT Internal Auditors
  • Service Providers looking to demonstrate quality service
  • Individuals seeking to understand ISO/IEC 20000 and its application


Learning Objectives - What you will Learn in this ISO/IEC 20000 Foundation?

Introduction to the ISO/IEC 20000 Foundation Course Learning Outcomes:

Gain foundational knowledge of service management principles, understand the requirements of ISO/IEC 20000-1, and prepare for the certification exam with this comprehensive course.

Learning Objectives and Outcomes:

  • Comprehend the core concepts of service management and the importance of an effective Service Management System (SMS).
  • Understand the requirements specified in clauses 4-6 of ISO/IEC 20000-1, including the scope, terms, and definitions.
  • Identify the components and intent of clauses 7-10 of ISO/IEC 20000-1, focusing on the design and transition of new or changed services.
  • Prepare effectively for the ISO/IEC 20000 Foundation certification exam, ensuring a thorough understanding of the material.
  • Grasp the fundamental concepts and principles that underpin a service management system.
  • Recognize the context of an organization as it relates to the establishment of an SMS.
  • Learn the role of leadership and the responsibilities of top management in supporting the SMS.
  • Understand the planning process to address service management challenges and risks.
  • Acknowledge the support structures and resources required for an effective SMS, including the need for competent personnel.
  • Gain insights into the operational processes involved in service delivery and relationship management.
  • Evaluate the performance of the SMS through monitoring, measurement, analysis, and evaluation.
  • Explore the continual improvement process, ensuring the SMS remains effective and up-to-date.

These learning objectives and outcomes are designed to provide students with a solid foundation in ISO/IEC 20000 service management practices, equipping them with the knowledge to implement, manage, and improve an SMS within their organizations.

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